Description

Role:

Assists members and potential members over the phone with their financial needs, opens new accounts, processes account transactions, resolves problems, and provides assistance and information regarding products and services.

Essential Functions & Responsibilities:

N 70% Assists members over the phone with opening accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations.

N 10% Identifies cross-sell opportunities and cross-sells services to members.

N 5% Ensures appropriate records are maintained and required reports are prepared.

N 5% Acts as liaison between members and various departments.

N 5% Maintains member account information on computer system.

N 5% Performs other job-related duties as assigned.

Performance Measurements:

• Provide informed, prompt, accurate service and support to all members and associates by waiting on members in lobby, answer the telephone and respond to messages or correspondence in a timely manner.
• Open all accounts, certificates, loans, and other credit union products or services accurately, ensuring all related forms and documents are completed and filed/scanned in a timely manner.
• Carry out assigned duties and responsibilities with minimal errors according to established department standards.
• Actively cross-sell products and services to members to achieve established goals for the betterment of the member.
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.
• Ensure compliance with all applicable credit union policies and procedures.
• Meet or exceed individual goals assigned.

Qualifications

Knowledge and Skills:

Experience

Six months to two years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills

• Ability to communicate effectively over the phone with members to solve their problems
• Knowledge of computers and database/spreadsheet/word processing software
• Strong communication skills
• Ability to work with a wide range of people

Physical Requirements

Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force regularly. Involves sitting most of the time but may involve walking or standing for periods of time. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work Environment

• This job operates in a professional office environment.

This job description is subject to change at any time.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.